Shaitera Thompson

• Managed high volumes of inbound calls and written requests to maintain timely client service
• Assisted clients with booking and modifying air, hotel, and itinerary plans to preserve travel continuity
• Resolved cancellations, schedule changes, and client concerns to minimize trip disruption
• Updated and maintained reservation records with accuracy to ensure reliable itineraries
• Delivered exceptional customer service while meeting performance goals and response targets

Provided customer service and technical support to customers via phone,email, live chat, and social media.•Followed up with customers to ensure their satisfaction with products orservices they received.•Responded promptly to all incoming sales inquiries from potentialcustomers.•Developed and maintained relationships with existing customers in order tofacilitate repeat business opportunities.

• Troubleshot retailer equipment issues via inbound calls, restoring service and reducing repeat tickets
• Dispatched field technicians for on-site repairs when remote fixes were insufficient
• Explained technical problems and repair steps to nontechnical callers to speed resolution
• Applied knowledge of Intralot software and hardware to diagnose call center incidents
• Communicated clearly in writing and by phone to log incidents and update stakeholders
• Worked with team members to resolve complex tickets and maintain help desk workflow

• Managed high-volume call traffic, ensuring efficient communication with clients and stakeholders.
• Implemented scheduling systems that improved appointment coordination and reduced client wait times.
• Trained new reception staff on company protocols and customer service best practices.
• Developed and maintained client databases, enhancing data accuracy and accessibility for team members.

• Managed front desk operations, ensuring smooth check-in and appointment scheduling for clients.
• Provided exceptional customer service, addressing client inquiries and resolving issues promptly.
• Maintained cleanliness and organization of reception area to enhance client experience.
• Utilized booking software to efficiently manage appointments and optimize studio schedule.
• Educated clients on services offered, promoting product sales and enhancing service uptake.